National Collection Manager - Digital Partnership Business

Description:

Key Responsibilities:

Strategy & Leadership

- Develop and implement the national collections strategy aligned to the companys digital partnership business model.

- Build and lead a high-performing national team including regional managers, collection specialists, and analytics resources.

- Set performance targets (DSO, recovery %, roll rates, NPA reduction) and drive continuous improvement.

Digital & Partner Ecosystem Management

- Manage relationships with digital partners, lending partners, aggregators, payment gateways, and outsourced collection agencies.

- Ensure alignment with partner SLAs, data-sharing protocols, and compliance requirements.

- Lead onboarding and performance governance for new digital collection partners or tools (AI dialers, bots, automated reminders, etc.).

Collection Operations

- Oversee nationwide pre-due, soft, hard, and legal recovery processes.

- Monitor collection performance across digital and physical channels.

- Optimize workflows for early bucket, mid-stage, and late-stage collections.

- Implement segmentation-based strategies (behavioral, risk-score based, portfolio-based).

Analytics & Performance Management

- Use data insights to improve recovery rates, reduce delinquencies, and manage cost of collections.

- Track KPIs: DPD rates, forward flow, cure rates, CE/activation rates, NCL targets, etc.

- Prepare monthly performance dashboards for leadership and partners.

Policy, Compliance & Risk

- Ensure compliance with regulatory guidelines (KYC, data privacy, fair collection practices).

- Develop and enforce collection policies, SOPs, and audit frameworks.

- Manage dispute resolution, escalations, and sensitive customer cases.

Technology & Process Innovation

- Drive digital-first collection solutions such as automated reminders, IVR bots, app-based nudges, self-serve payment links, and predictive collection models.

- Work closely with Product, Risk, and Technology teams to enhance digital journeys.

- Lead automation initiatives to reduce manual effort and improve efficiency.